Technical & Customer Support Specialist

Technical Issue Resolution

• Provide first-line support and timely technical assistance for issues related to payment processing systems, including transaction failures, connectivity issues, API integrations, onboarding, and more via phone, email, chat, and ticketing system.

• Troubleshoot and resolve basic technical issues, such as transaction failures and API problems, using available tools and documentation.

• Assist customers/merchants with account setup, configuration, and payment gateway integration with their websites or applications.

• Collaborate with senior team members to escalate and resolve complex technical issues efficiently.

• Work with internal teams, including product development, engineering, and QA, to address escalated technical issues.

• Document troubleshooting steps and resolutions to contribute to the knowledge base.

Operational Support

• Monitor payment processing systems for performance and reliability, reporting anomalies or potential issues.

• Maintain accurate records of customer interactions, technical issues, and resolutions.

• Collaborate with seniors and operations managers on routine system maintenance, including software updates and server configurations.

• Participate in testing and quality assurance processes for system upgrades and new features.

• Educate customers and merchants on effective use of the payment gateway.

• Contribute to the improvement of operational procedures and documentation.

Client Interaction and Communication

• Engage with clients and merchants to gather information about issues, provide updates, and ensure timely resolutions.

• Respond professionally to client inquiries, ensuring high customer satisfaction.

• Collaborate with account managers and sales teams to address client concerns and provide technical insights during pre- and post-sales interactions.

• Seek opportunities to improve customer support processes and enhance the overall experience.

Collaboration and Knowledge Sharing

• Stay updated on industry trends, regulatory changes, and payment processing security standards.

• Collaborate with development, QA, product management, and customer support teams to address challenges.

• Actively participate in team meetings, case studies, training, and knowledge-sharing initiatives.

• Share insights and best practices to promote continuous improvement and teamwork.

Additional Information

• This role may require occasional evening or weekend work to support clients in different time zones.

• Training will be provided on products and processes.

• Excellent opportunity to gain fintech industry experience and grow in technical support.

Requirements / Qualifications and Skills:

• Education: Bachelor’s Degree, Post Graduate Diploma, Professional Degree in Computer Science/Information Technology, or equivalent.

• Experience: Minimum of 1 year in a relevant field; fresh graduates are encouraged to apply.

• Technical Knowledge:

  • Prior experience in technical support or customer service within the fintech or payment processing industry is preferred.

  • Familiarity with payment processing systems, APIs, electronic transactions, and web technologies is a plus.

  • Experience with ticketing systems and CRM software.

  • Strong troubleshooting and problem-solving skills.

• Soft Skills:

  • Strong customer service orientation and the ability to explain technical concepts to non-technical users.

  • Excellent verbal and written communication skills; multilingual skills (Bahasa Malaysia, English) are encouraged.

  • Collaborative team player with flexibility to adapt to changing priorities.

  • Initiative to learn new technologies and tools quickly.

• Additional Requirements:

  • Willingness to work extended hours, including evenings, weekends, or public holidays, as needed.

  • Willingness to work in I-City and adapt to changes in responsibilities or scope.